Optimizing Enterprise Medical Case Management Process
End to End 🆕
B2B 🏥
SaaS ✏️
Deskapp 💻
Fortune 500® 📈
Company
Leidos Inc.
Role
UI/UX Designer
Duration
3 month
June - Sept '24
Tools
Figma | Figjam
Jira | Camunda
Team
70+ Project Team
UI/UX Designers, PMs,
Architects, Developers,
BAs, Marketings
Responsibilities
UI/UX Design
Product Roadmap
Design System
Brand Alignment
My highlights in 30 secs
Made effective decisions to move the project forward quickly with limited information.
In scheduling feature I led design, engineering team wasn’t available to confirm technical feasibility in 1.5 week;
Instead of waiting, I proposed an ideal version for long-term user satisfaction, and it is reversible to adapt to technical constraints.
Backward design
Modular design(quickly adapatable)
Earlier feature delivery
Simplified complex multi-role experience with clarity.
We are challenged by a complex workflow involving users across four distinct roles in both business and client portals;
I took initiative to dive deep, interview stakeholders, and deliver a clear, end-to-end user journey with all touchpoints mapped.
Stakeholder deep dive
Workflow simplification
Storytelling with visuals
Collaborated with designers to initiate a new internal design system adopted for future company use.
At the start of the project, Leidos only had a marketing design system with colors too bright for internal tools;
Our design team collaborated to establish new principles and a design system for internal software.
New enterpise design guidelines
Scalable UI foundation
Key Impacts
2~4 million ↑
Estimated increase in new cases across
clients is expected after the 2025 launch
265 +
New components, styles, UI
elements audited
~35% ↓
Reduction in operational
task completion time
What is going on?
Leidos is entering new chapter in U.S. healthcare services:
In 2024, Leidos, a Fortune 500 leader in national security and healthcare in the U.S., reached a significant milestone by rebranding and uniting QTC’s healthcare services under its name. Leidos’ QTC Healthcare now provides medical services to clients in the private sector, as well as to federal, state, and local government agencies and individuals (examinees). Here is a partial client list:
But the outdated system made Leidos concerned about contract disputes, as they are renewed annually.
Oops! this is an outdated, last-century design!
Clinic end users have big complains...
Most tools charge fees, limiting access for beginners, especially low-income users.
Development team has struggle maintaining...
They manage five platforms simultaneously, causing high maintenance efforts.
Leido’s chief officers & investors has concerns。..
High operational costs and low efficiency challenge contract renewals, leading to revenue loss.
Thus, our project's business goal is to create a new enterprise case management system to enhance service delivery, build trust with existing clients, and win new contracts!
Starting with our users…
Here are the 4 dinstict user role to complete an indivdual case request
I noticed the complexity within this permission-based process during the user interviews, so I mapped out a comprehensive workflow with key interaction points to showcase the entire end-to-end case process.
We then identified the primary pain points that significantly impact users' operational efficiency:
Discontinuous & outdated user interface
Mannually switching between multiple platforms: eProcess Suite for case referrals; APAS for appointment scheduling; Tracking tool; Tableau, Excel for analytics.
Heavy dependency on manual tasks
Extra workflow due to manual tasks: Downloading reports from external systems, manually organizing and uploading files, and tracking statuses through separate Excel spreadsheets.
Cognitive Overload Due to Varied Business Requirements
Varied procedures challenge users: Managing multiple cases simultaneously, navigating different business unit requirements, and adapting to varying steps.
Design Challenge
How can we design a centralized, componentized platform that boost productivity for users with multiple roles in case management, streamlines operations across clients, and ensures timely delivery of all cases?
Now, let’s walk through our solution
Important Note: Due to NDA restrictions and the sensitive nature of info disclosed to government clients, we are
strictly prohibited from displaying any previous product screenshots. I'll do my best to explain everything!
Centralized case management dashboard
User frustrations
It was hard for users to manage tasks because everything was spread out across different interfaces.
Our design response
We built a smart, centralized dashboard that helps users stay on top of their tasks: automatically showing the right details based on their role and priorities.
Quick filter options (my work)
Dynamic & auto role-based task table with priority level (other designers' work)
WCAG 2.2 Accessibility check(my work)
Flexible, modular scheduling step design
User frustrations
Right now, scheduling means juggling different platforms, doing manual updates.
3 separate platforms
Our design response
We created an all-in-one scheduling step that syncs tracking, displaying, and updating appointments.
1 single new platform
I independently delivered the "scheduling step" design, reviewed and critiqued by the project team.
Iteration Process: Three R&D(research-design) cycles due to the Dec. 2024 beta and Mar. 2025 official launch.
R & D cycle 1
R & D cycle 2
R & D cycle 3
01
Start by ideal solution design
Engineering wasn’t available at first, so I moved forward with an integrated ideal solution that could flex if needed:
✔ Every steps in the new platform.
R&D Cycle 1: Start with the ideal version
The engineering team wasn’t available to meet right away to discuss technical feasibility, so I kicked things off by mapping every scheduling step into one platform (approved by my manager). I made this quick decision to…
Finding Provider (Grid or Table)
Finish Scheduling Appointments
R&D Cycle 2: Pivoted to a implementation feasible version
As predicted, the engineers said fully integrating all three platforms into one wasn’t feasible for the December 2024 Beta launch. So, I adapted the design for MVP by adding a button to launch the external platform instead.
R&D Cycle 3: Iterated to a development-ready design
Through user and stakeholder interviews and multiple rounds of usability testing, I refined the design repeatedly, leading to a successful Beta launch in December 2024.
More updates! Early 2025, I checked in with my manager about the project. He said:
"We launched everything time, and when it came to designing the official version with full scheduling integration, we brought back your original ideal vision. It was so well thought out, we barely had to change a thing. It saved us tons of time!"
Aggregated case side panel
User frustrations
Users said case details are scattered across the system, and key actions are hidden behind icons, making them click around more than they should.
4 separate windows
Our design response
We added a centralized side panel to keep all case details, notes, and client info in one easy-to-track place.
1 single side panel
Note: When I joined the team, a senior designer had already come up with the idea of a side panel.
I helped gather all relevant information for the panels and collaborated on the design delivery.
Previous IA
New IA
MCM Side Panel
Case Details
Case Notes
Examinee Info
Client Info
I also co-created the new design system
NEW Leidos QTC
Internal Design System
As mentioned earlier, Leidos initiated the rebranding process for the QTC health services sector. While Leidos has an established marketing design system for external use, there is no internal design system in place. One of the key responsibilities this summer is to develop a new internal design system for Leidos QTC.
My Work Highlights
I collaborated with another UX design intern to create this new design system. Here are the highlights of my contributions:
Needs 📌
New internal design system design foundation guideines.
My Outputs Examples📌
Typography & Color Palette: Established typography and guidelines; blended Leidos brand colors with a professional, user-friendly palette.
Reusable button components
10+ Button Assets: Developed reusable button assets with various properties to meet the needs of all business lines.
The platform should be flexible to adapt to varying operational procedures based on different business requirements.
Componentized the design: Enabling modules to be added dynamically based on business needs, with each module offering various properties to simplify customization.
More details about my research process
RESEARCH GOAL
User Research: Understanding the roles, responsibilities, needs, and pain points of different permission-based users.
Workflow Research: Mapping the end-to-end case management workflow from request to completion.
USER
RESEARCH
Challenge: The six-step, permission-based process includes four main users: MCA, CT, QA, and Operations Manager. We conducted user interviews and walkthroughs of the operational process documentation to create personas.
Operation Managers' Interview Note-taking
messy layout & outdated UI
15+
User Interviews
Sessions
4
Main User
Personas
Manager Persona
*An example of the note-taking & persona I did
WORKFLOW
RESEARCH
Challenge: The new medical case management (MCM) workflows should clearly show:
Role-Based User Interaction
Four Key Users
MCA(Medical Case Specialist)
Operation Manager
CT(Case Technician)
QA(Quality Assurance)
6 Master Steps, 30+ Actions
What is the specific action at the moment?
Where do users' actions interact?
How should info be displayed according to users' permissions?
Draft Workflow: Our design team spent a significant amount of time exploring the current operation system, capturing screenshots and user flow.
*An example of the current 'Pre-appointment scheduling' task workflow I did
Role-based interaction workflow: I summarized each design team member's workflow and independently delivered a polished, role-based workflow that clearly illustrates user interactions across 6 comprehensive master steps and 30+ actions.
REFLECTION
From a 10,000-ft view to detail-oriented focus
This project involved highly complex content and processes due to operational requirements. Key learnings that greatly benefited me include:
Conducting documentation walkthroughs to understand the current process.
Drawing IA and workflows to map out existing flows.
Collaborating with the design team, PM, architect, and developers to discuss new IA and workflows.
Ensuring a solid high-level understanding before diving into detailed work.
Listing design requirements, identifying user pain points, crafting user stories, and verifying that the design meets those needs.
Phase-based design for project cycles
Mapping out a phased design based on user and business needs, while considering development constraints, helps target different development cycles. During the scheduling design, we initially followed user feedback, aiming to integrate three platforms to eliminate manual switching. Users loved this fully integrated version.
However, when the design was ready, the development lead informed us that integrating all platforms wasn't feasible by the October PI planning deadline due to team inexperience and delayed progress. This required significant changes to our blueprint, leading to a feasible version that met development team constraints.
Be brave, confidence, and break the ceiling
My mentor often reminded me to be an innovative designer unafraid to push past the glass ceiling. In a creative and supportive workplace, I leverage my strengths in communication, documentation, high-level workflow execution, and confident design presentation.
I will carry this mindset forward, always remembering that a designer should have the courage to share ideas, confidence in their work, and a willingness to accept feedback. I won’t doubt my abilities; instead, I’ll recognize that I grow stronger and more prepared with each experience. I must adapt to experiences and continuously learn from others, as every collaboration helps me learn from their strengths and become better myself.